Slack Channels

Prerequisites: Before creating tickets from Slack channels, you must first create a Collection and add channel(s) to it.

This guide explains how to create tickets from messages in Slack channels. Tickets are customer-visible items with public IDs and status tracking, unlike requests which are tracked privately by your team.

Understanding Requests vs. Tickets: Requests are internal queries tracked privately (no customer-facing ID), while Tickets are formal items with public IDs visible to customers. Learn more about Requests, Tickets and Tasks.

How Ticket Creation Works

When ClearFeed monitors a Slack channel, messages first become Requests. These requests can then be converted to Tickets either automatically or manually.

The Flow:

1. A user posts a message in a monitored Slack channel

2. ClearFeed creates a Request from the message

3. Based on your Collection settings, the request is converted to a Ticket

4. Once a ticket is created, customers see the Ticket ID and Status posted in the thread

Creating Tickets and Getting Replies

How a ticket appears in the request channel

Which messages become tickets? Not all messages create requests/tickets. Behavior depends on user type, AI filtering, and Collection settings. Learn more: How Request Creation Works

Configuration

Before creating tickets, configure your Collection settings.

Ticketing Mode

• Manual Ticketing - Responders use emoji reactions (🎫) to convert requests to tickets

• Automatic Ticketing - Every request automatically becomes a ticket

Additional Settings

• Forms - Require forms to be filled when tickets are created

• Emoji Rules - Customize which emoji triggers ticket creation (default: 🎫)

• Integration - Choose between ClearFeed Tickets or External Tickets (Zendesk, Jira, etc.)

Learn More: Collections Setup Guide

Creating Tickets with Forms

• Once the forms are set up, when users use any Ticket creation method, a "File Ticket" button is shown. Clicking this button will prompt users to complete ticket creation.

• If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.

Without inputs from the users, no ticket is created. To prevent missed requests, ClearFeed sends automated reminder messages nudging users to complete ticket creation. The default reminder delay is 60 minutes. To customize the delay or message, or to disable reminders, please contact ClearFeed Support.

Creating Tickets with Forms enabled

Methods for Creating Tickets

Automatic Ticket Creation

Enable Automatic Ticketing in Collection settings to convert every new request to a ticket automatically.

Configuration: Collection Settings → Ticketing Settings → Enable "Automatic Ticketing"

Manual Ticket Creation with Emoji

With Manual Ticketing enabled, add a 🎫 emoji reaction to the first message in a thread to create a ticket.

Configuration: Collection Settings →Ticketing Settings → Enable "Manual Ticketing"

Using /cf-file Command

1. Go to any channel monitored by ClearFeed

2. Type in /cf-file command and hit enter

3. Choose the applicable form for ticket creation

4. Fill out the form, and we will share the ticket details on the same channel

Creating a ticket using /cf-file command

Using Slack Workflows

Create custom Slack Workflows to collect structured information and create tickets.

Setup:

1. Create a Slack Workflow with a form

2. Post collected information to a monitored channel

3. Include #requester {{Person who submitted the form}} in the first line

4. Whitelist the workflow bot in ClearFeed

5. Contact ClearFeed Support to enable

Steps to Create a Slack Workflow

• Access Slack Automations

  • From desktop, hover over More → select Automations

  • Click Create Workflow

• Configure Trigger

  • Choose "From a Link in Slack"

• Add Workflow Actions

  • Collect information in a form - Add questions (e.g., Describe your issue, Priority)

  • Send a message to a channel

    • Select the channel monitored by ClearFeed

    • Use workflow variables

    • Add requester info in first line: #requester {{Person who submitted the form}}

Example:

#requester @John Doe
Issue: Laptop not connecting to WiFi
Priority: High
Team: IT Support

To use a different keyword (e.g., #employee), contact ClearFeed Support.

• Add Workflow to Channel

  • Open the request channel

  • Click Workflows tab → Add workflow

  • Optionally use Feature workflow for a button

Learn more: Managing Workflows in Slack

• Whitelist the Bot

  • Go to Settings > Additional Settings → Whitelist the workflow bot

Sample Workflow

Using Message Bar

The Message Bar feature adds a persistent, configurable action bar at the bottom of Slack request channels. This allows requesters to file a ticket directly from the channel without sending a message or using slash commands. It automatically updates its position to stay below the latest message, ensuring it's always visible and accessible.

Overview

The Message Bar currently supports the File a Ticket action, which provides the same functionality as the /cf-file slash command but is accessible via a button click.

Compatible Integrations: This action only works with form-supported integrations:

• Zendesk

• ClearFeed

• Freshdesk

• HubSpot

• Intercom

• ClickUp

• Salesforce

Configuration

Enabling the Message Bar

• Go to Collection Settings and look for "Message Bar"

• Enable the Message Bar toggle

• Configure the Message Bar:

  • Message Bar Text: Enter the text to display above the action button

  • Customize the Action Button:

    • Label: Add the text to display on the button (e.g., "File a Ticket")

    • Style: Select the button style:

      • Primary: Green button

      • Default: Transparent button

      • Danger: Red button

• Click Save

The message bar will automatically appear in all request channels within that collection.

Disabling the Message Bar

1. Go to Collection Settings and look for "Message Bar"

2. Disable the Message Bar toggle

3. Click Save

All message bars will be automatically removed from request channels in that collection.

How It Works

• Initial Posting: When enabled, the message bar is posted to all request channels in the collection

• Dynamic Updates: As new messages arrive, the bar automatically repositions itself below the latest message

• User Interaction: Users can click the action button to file tickets directly without leaving the channel

Manual Ticket Creation from Existing Messages

ClearFeed doesn't load old messages when a channel is added. Manually create tickets using emoji reactions:

• 🎫 - Creates a ticket (and request simultaneously)

• 📌 - Creates a request only (convert to ticket later)

If a custom emoji is configured for ticket creation, use that emoji instead of 🎫.

FAQs

1. I added a channel but don't see any tickets. Why? Answer: Only new messages create requests/tickets after a channel is added. Convert older messages manually using 🎫 or 📌 emoji.

2. Auto Ticketing is enabled but tickets aren't being created. Why? Answer: Common reasons:

   • Forms not filled - Users didn't complete required fields. Manually create tickets using 🎫 emoji

   • Messages merged - Multiple messages merged into one request. Use Split in Triage channel

   • AI filtering - Messages filtered out. See AI Filtering

3. What's the difference between ClearFeed Tickets and External Tickets? Answer:

   • ClearFeed Tickets - Native tickets with IDs like CF-12345

   • External Tickets - Synced with external systems (Zendesk, Jira, etc.) Learn more: Types of Tickets

4. Why isn't my workflow creating tickets? Answer: Check:

   • First line has #requester followed by requester variable

   • Message posted in monitored channel (added to Collection)

   • Workflow variables correctly mapped

   • Workflow bot whitelisted in Settings > Additional Settings

5. Can I use workflows in private channels? Answer: Yes, if ClearFeed bot is added to the private channel and channel is in a Collection.

6. Can I customize workflow form questions? Answer: Yes, add any questions relevant to your process. Use workflow variables to pass answers into the message.